10X Exceeded Costs Due to Poor Call Center Engagement

Call center leaders and practitioners frequently talk about engagement, or the lack of it, and the effects on the contact center; higher attrition, lower FCR and lower customer satisfaction scores. However, the impacts to the business far outweigh those to the contact center. Consider your average revenue per contact. Then consider how many poor interactions […]

4 Biggest Issues Facing the Contact Center in 2013

2013 is the year for finding the right employees and keeping the right talent. Brian Flagg, Senior Client Executive for Cincom Systems was featured on an expert panel during a Contact Center Spring 2013 Conference where he shared the best practices, social media tips, technologies and hiring strategies for the upcoming year. Technology “Technology can […]